This is the only line I was looking for. I stopped buying on Steam sometime ago because I realized I was just renting licenses. GOG is the only major storefront where I feel like I actually own the product. As long as offline installers remain a core tenet, I don't care who owns the company. That said, it helps that it's someone returning to their roots rather than a private equity firm looking to strip-mine the assets.
I love GoG and I have worked closely with a lot of people there on projects they are great. This announcement seems like good news.
No one has to sell games on Steam. No one has to use a model where they "rent licenses". They could sell you everything DRM free. They don't because too many people pirate games to make that a viable business.
This is an opinion, stated as if it’s fact.
There are many factors contributing to the ongoing success of steam. Ease of access, a strong network effect, word of mouth from satisfied customers, a strong ecosystem of tools and a modding platform, willingness to work across many platforms and a variety of vendors including competitors, and more.
Boiling this down to one factor of “too many people pirate” is dramatic oversimplification.
I also grew up pirating, but I haven't been pirating games for more than 10 years now.
A few bucks costs much less to me these days than a headache with finding a cracked version and installing potential malware on my computer. Not even talking about supporting the artists and developers.
Gabe is right that piracy is a service problem. If you have proper easy installers, easy buying, easy refunds and you are from a middle class and higher - it doesn't make sense to download random executables from the internet. And if you have low-income, you won't buy stuff regardless of DRM and just wait someone to crack it.
Given how many games on Steam are sold either DRM free (you can just transfer the files over to another PC and they just work) or functionally DRM free (Steam's DRM is trivially bypassed, so one step removed from DRM free), this doesn't really scan. Other than games with Denuvo and multiplayer games, DRM is a non-issue for actual pirates.
It seems a lot more likely to me that the people in charge will have a fit at the idea of releasing the games DRM free, but don't actually care to know anything about the details. So long as the DRM checkbox is ticked, and they don't know about the fact that Steam's DRM is trivially bypassed, everybody mostly gets what they want.
The scene exists for a reason, it is a very trust based ecosystem.
Now a days a lot of people are pirating games because the quality of games has gone down the drain. Publishers are releasing unfinished games and pricing them at record high. Consumers are pissed at the lack of value.
For people who have money for games but don't want to pay, the presence of DRM matters very little. 99% of games are usually trivially cracked, especially if you are willing to wait for some days or weeks after launch (an important sales window for the publishers).
For people who have money for games and are willing to pay, DRM turns out to be maybe an inconvenience, but definitely a guarantee that they don't actually own the game. The game can be taken away or even just modified in a way that invalidates the reason people paid in the first place.
“Important” is an understatement. Even for long-term success stories, the first three or four months often accounts for half of a game’s revenue.
And, despite so many people theorizing that “pirates don’t have money and wouldn’t pay anyway”, in practice big publishers wait in dread of “Crack Day” because the moment the crackers release the DRMless version, the drop in sales is instant and dramatic.
Yes, but if it was impossible to pirate, you'd still have no money to buy the games, so in the grand scheme of things nothing would change.
I’m a Diablo and StarCraft fan because of pirated games played during my childhood when I couldn’t convince my parents to let me buy them.
Really? When we were pirating games off each other as teenagers in the early 80s, we absolutely knew we were getting games for free that the publishers wanted us to pay for.
Can you share some examples of instances where the legal route is too difficult? I haven't felt this way in a long time. What are the changes necessary for you to purchase?
Not having to deal with Ubisoft/similar game launchers frequently forgetting my login, nagging to update itself, etc. is one reason I might choose to run a cracked copy.
In 2017/2018, they were in the position where MPAA and RIAA were saying: "Piracy costs us billions; Google must pay" + they had European Parliament on their ass.
Google financed that 'independent' study to support the view "Piracy is not harmful and encourages legal spend".
So the credibility of "independent" studies, is something to consider very carefully.
I am cautious about the conclusion, though. It seems clear there is a spectrum from “unscrupulously pirate everything” to “consume legitimately after pirated discovery”, and quantification is necessary.
You really need something way better than some shoddy survey to counter the obvious fact that price matters
I don't think it's required to be making some universal point when you clearly respond to the argument put forward in the post you reply to, do you?
Just make your games a donation model if you really believe this. Or lets put up a version of Steam where all the games are free cracked copies of the game and see how it affects sales.
People pay precisely because they dont want to deal with the hassle pf pirating
Half the time I try to sign up for any of these services I get blocked for fraud because I’m in one country, my billing address in another and my bank in a third. Oh, and when something does work, it only works for a while until they lock the whole account with a bunch of paid content on it.
Yes, now imagine if we just removed the barrier to piracy completely. An easy to use client just like Steam, except all the games are free cracked copies.
There is no way thats not going to drop sales.
A free Steam full of certified pirates games with official games updates would obviously drop sales but this is moot as it will never exist.
Without those, you'd have sites full of pirated game downloads easily found through search engines. DMCA takedowns force those sites into shady corners of the internet, making them harder to find and riskier for the average user. And (effective) DRM makes users have to wait for a crack which may take weeks or months.
The result is that it's easier for the average person to just log into Steam/Epic/PSN/eShop and spend $60 to play immediately.
Almost all games these days are basically like a work in progress, so if you pirate them then the game doesn't stay up to date.
Pirating games is just really inconvenient compared to tv/movies/music.
i don't pirate anymore because i have a job now.
This is what we've been told since time eternal but it seems more likely that those pirating are those that wouldn't be inclined to pay at all.
I bought Factorio early access on Gog, and Timberborn, and Loop-Hero.
It turns out that piracy is actually a service problem. Services like Steam and GOG provide a decent enough service that piracy becomes less common.
Depends on the game and DRM. Nowadays I buy all of my games (a little bit safer than running who knows what on my PC), but when I didn't have a job or money I used to pirate a lot - most DRM protected games would eventually be cracked and made available regardless. If an uncrackable DRM was in place, I wouldn't buy the game - I just wouldn't play it. Depending on the mindset, the same logic applies to someone with money, they might never be a customer regardless of whether it can or cannot be pirated, especially for games that never go on big discounts and sales. I say that as someone who by now owns about ~1000 games in total legally (though mostly smaller indie titles acquired over a lot of years and sales).
The good online stores at least make the act of purchasing and installing games equally if not more convenient than pirating them - something all of those streaming companies that crank up their subscription prices and want to introduce ads would also do well to remember. I like Steam the best because it's a convenient experience, the Workshop mod support is nice, as well as Proton on Linux and even being able to run some games on my Mac, just download and run. I think the last games I pirated were to check if they'd run well on my VR headset, because I didn't want to spend a few hours tweaking graphics settings and messing around just to be denied a refund - in the end they didn't run well, so I didn't play or buy them, oh well.
Also, despite me somewhat doubting the efficacy of DRM (maybe it's good to have around the release time to motivate legit sales, but it's not like it's gonna solve piracy), it better at least be implemented well - otherwise you either get performance issues, or crap that also happens with gaming on Linux with anti-cheat, where you cannot even give the companies money because they can't be bothered to support your platform. Even worse when games depend on a server component for something that you don't actually need for playing the game on your own, fuck that. It's like the big corpos sometimes add Denuvo to their games and then are surprised why people are review bombing them.
Unfortunely needs of game developers and customers are not exactly align. Valve is good steward of their outsized market share when it's comes to gamers interests.
Epic Games tried to shake market with "gamers dont matter" policy (no reviews, no community, worse services) and low fees and failed miserably.
As game developer I'd love to see platform fee of 10%, but as gamer I dont want to buy my games and give power to Tencent, Microsoft or Google.
I could only dream that customer-first platform not owned by VC / PE money like GOG could compete with Steam. Unfortunately unlikely to happen.
You're saying this about Steam, the 'Piracy is a service problem' company.
So I'm perfectly prepared to believe that Steam is a good option (I personally love it), and frankly if the worst happens and the games I pay for go away on Steam... there are options. Once I pay for something I no longer feel any guilt about seeking a backup for example, and neither should you, even if the industry groups count that as a full-sale price theft.
At this point the games I “own” on physical media like CDs have theoretically started to degrade before the threat of Valve revoking my ability to install or play has come to pass.
My GOG installers will never degrade though.
This is why I still keep a copy of the software I bought, and religiously backup that trove. Because someday that S3 bucket or SendOwl link or company server will go down.
Sometimes, a company will raise prices, so the publisher will have to kill the old links. C64Audio had to switch to BandCamp and invalidate SendOwl links because of that price hike.
I'm still bitter about not being able to reset my Test Drive Unlimited install count online just because I have updated my computer and transferred the whole Windows installation to the new system back in the day.
There are not many ways to battle the entropy of the universe.
The reason they also do this is because of copyright, the license allows games to forbid you from redistribution more copies
If Im wrong about this please let me know, I read some articles claiming this is the case but I am not sure if they truly were correct.
GOG giving you a standalone installer saves you some effort compared to that, but in neither case do you really "own" the game.
Well it makes it hard or impossible to sell your copy of the game to someone else after you are done with it like we used to be able to do with console game discs and cartridges?
Seems like a pretty big and practical difference to me.
If legislators want to do something good, they could force platforms to allow transfer of games between accounts.
How do we re-sell our GOG games to someone else?
If I own it I should be able to sell it again, right? Like I used to sell old console game disks after I was done with them.
For example, if you're on page X of a search, click on a game, and go back, guess where that takes you? Yup, page 0 baby, going to have to click next X times again (there is also only previous and next; you can't fast-jump.) There are many more examples like that, I have filed survey responses several times on issues like this.
The real goat would be if GOG Galaxy were available for Linux and integrated with Lutris/Proton so that you didn't have to worry about setup. Currently that relationship flows in the other direction, which I always found odd: Lutris integrates GOG (and Steam) games in its UI.
Heroic Launcher can download the game files for you and any dependencies, including Wine/Proton/etc. You basically install the launcher (can be available from your distro's repository), use your GOG login in the app and it shows your library. Then click install and it'll download the files locally and after that you play the game. The experience is more or less the same like in Steam, at least as far as downloading and playing games is concerned.
I normally download the offline installers and use them with UMU Launcher (which is Proton without Steam, mainly meant to be used as a backend for projects like Lutris, Heroic, etc but you can use it directly from the command-line) but i just tried Heroic Launcher and all i had to do was run it, enter my GOG login and after it downloaded my library info, i was able to download and play a game the same way as in Steam.
I'm not sure what official GOG Galaxy for Linux would add here TBH.
Two major things:
* Backend Galaxy support for Linux builds
* Multiplayer, achievements, cloud saves, etc. i.e. proper integration with optional GOG services for Linux versions.
You would need to install 12 front-ends like Steam that would be hot trash and have a handful of games and be the most miserable shit ever. You wouldn't have sales, reasonable game prices, or family library sharing (this would be absurd to any other company).
Steam is a prime example of when a monopoly ends up to be the best for the consumer.
> Is GOG financially unstable? No. GOG is stable and has had a really encouraging year. In fact, we’ve seen more enthusiasm from gamers towards our mission than ever before.
I'm really happy to hear this, as I always feared their hard stance on no-DRM would scare off publishers and developers, but seems that fear might have been overstated. This year I personally also started buying more games on GOG than Steam, even when they were available on Stream. Prior to 2025 I almost exclusively used Steam unless it wasn't available there, but now GOG is #1 :)
Glad it's moving in even better directions, thank you Team GOG!
Companies with strong financial performance don't tend to use words like "encouraging". That is the language you get from companies that are in trouble and hoping for recovery.
Talking about people's enthusiasm for their mission is just straight up dodging the question itself.
01.01.2025 to 30.09.2025 net profit 910 thousand PLN I think.
01.01.2024 to 30.09.2024 net profit 32 thousand PLN.
With "from 1 January to 30 September 2025: 4.2365 PLN/EUR and from 1 January to 30 September 2024:4.3022 PLN/EUR."
It is not that much. So splitting it off probably make sense for the CD Projekt.
> Consolidated net earnings during the reporting period stood at 193 million PLN – 2.5 times more than during the corresponding period of the previous year, which results in a net profitability of 55%.
Maybe I don't understand "profits above all" sufficiently well as some of my peers, but that seems Good Enough to me.
See: https://www.cdprojekt.com/en/wp-content/uploads-en/2025/11/c...
Starting from page 28.
The first two numbers perhaps make sense, the 4,3022 looks like EUR/ PLN exghange rate..
GOG is now becoming private like Valve rather than publicly traded.
This years DOScember was really huge. Tons of streamers and viewers on Twitch for example, retro gaming is picking up steam (/s).
Counterpoint, the cost of "owning" offline games is not zero and their lifetime is not infinite.
I have a stack of old games on CD (or older) and getting them to run on anything is a massive pain in the neck. (In fact, for nearly all that I care about I also have bought a Steam license in addition).
Ultimately, everything comes down to user experience. We can pat ourselves on the back for buying something forever, but experiences and the media they are stored on are both transitory.
For the duration of your life, to be fair.
Delisted games tend to stay in your library for redownload.
I never understood the cynicism for digital media, it’s been multiple decades now and the model clearly works.
Obviously I prefer zero DRM but it’s also not a hard line requirement for me personally.
Who will own and run Steam 30 years from now? Gabe Newell will be long-gone, his nepobaby next-CEO will be closing in on retirement if they don't check-out early to enjoy their vast wealth like Gabe has done.
What does Steam look like 60 years from now? Adults using it today are mostly dead and all of their licenses revoked forever, the games removed from circulation gone forever because nobody can ever have a license to use them again. They might be onto their 4th, 5th or 6th CEO by then, half a century removed from Gabe and any expectations we have around the ways he did things.
There's a lot of room for improvement securing some sort of legacy for Steam.
In fact I used "most" but I can't name one that couldn't be played.
Given the lengths the Windows development team has gone to, to preserve backward compatibility, to the point that there was individual-game-specific workarounds codified in Windows, makes this claim the same as the GP’s, that Steam will change 30-60 years from now.
The cynic in me thinks you’re both right, mind.
Besides you only need Steam if the publisher chooses to use Steam DRM. There's clearly an incentive for it, don't think its purely Steam's fault.
If that's the model the publisher offers, that's the model you have. Its your choice to participate in it or not.
1. Even though Gabe is formally CEO he from his own words was barelly controllibg company for years. He spend more time on his other projects.
2. Flat structure and and a small team. I know few people who has worked at Valve and while there are some downsides company of ~400 employees with a lot of internal power play is just more resilient than normal corporation. Many of people on the team are just rich enough already and they dont need to go and cash out.
3. From what is publicly known Valve is family owned basically since Gabe own major part of company. And while a lot of people would hate example of e.g Ubisoft its good example how family controlled business often sink before selling out.
4. It would be just hard to sell Valve and remove control from the team without destroying both company and gaming community goodwill.
Yet I fully agree that Valve just like other company can be sold off just for userbase and run to the ground.
Valve just have better chance to stay customer friendly than your overall VC/PE/BlackRock owned corporation with 10,000 employees and 50 for-hire top managers / board directors.
It is laughable to think that digital media "clearly works". Companies shut down and stores shutter all the time. In most cases there is no recourse for customers, because – surprise – you didn't actually own the rights to what you bought, just a revocable license. You have to be pretty young and/or naive to think that this can't eventually happen to Steam as well.
And even if you fully trust Steam to stick around and keep its word, digital licensing means you can still get screwed. For example - if the publisher's license to in-game music expires, the game will automatically be updated to remove all the tracks (e.g. GTA Vice City and San Andreas). For larger issues and conflicts the game might be removed entirely (e.g. Spec Ops: The Line). Or the publisher might decide to just switch off the DRM servers, even for single player games (e.g. The Crew). Outside of gaming there are countless examples of publishers "upgrading" music tracks you own to different versions or censoring/altering content of books you own.
The only recourse to all this is to buy and store DRM-free versions of your media.
> change countries
> oh, you own this album for Bulgaria, but not for the US, so you can no longer play it
I took my digital media with me along with my computer, and all was not fine.
If you buy and download something from GOG, it is yours. You can still play it in the next millenium as long as you have suitable hardware or an emulator.
That is not true as a global rule. Game developers can release fully independent versions of their games even on steam.
Usually indie games tend to be DRM-free though, so if an indie game isn't available on GOG or Zoom Platform (another DRM-free store), i end up buying on Steam.
What is a company/individual if not a reseller if they're selling Steam keys? You cannot sell Steam keys without being Steam or the developer itself, and not be called a "reseller". Or what sites are you referring to here, stuff like Humble Bundle where you get Steam keys with the bundles?
Real stores sell steam keys because they are selling directly from the developers. Steam is actually nice (or preempting monopoly talk, depending on your view) in that it allows that (I think there are limits, but IIRC rather generous)
And how did these "real stores" get those Steam keys unless they bought them, maybe even directly from the developers? Or are you saying game developers hand out these keys for free to the store, then the store sends the developer money for each key they sell? I'm not sure that makes a lot of sense.
What is an example of one such site selling Steam keys who you wouldn't consider a reseller?
Key reseller: https://www.loaded.com
You really don't need to be so combatative.
You can sync up your Steam wishlist (it’s a little weird to setup but once you figured it out it works).
I almost never buy games directly from steam anymore, there’s almost always someone else with a discount on steam keys.
And sometimes GOG has the best deal!
But while gog was talking, Valve was actually doing. Building an actual Linux client. Making multiplayer actually work. Not to mention all the work they've done with Proton and upstreamimg graphics drivers.
I hope gog succeeds. I just value Linux gaming support over not having DRM. It's kinda a idealist vs realist stance for me.
For GOG, there are plenty of clients for Linux [1][2][3][4], And they are open source, I can go and talk to the people making these clients directly, I can give feedback, I can make changes to make these clients better (and to a small degree, I already have).
[1]: https://sharkwouter.github.io/minigalaxy/
[2]: https://sites.google.com/site/gogdownloader/
Pro 1: reduced lockin
Pro 2: open source options
Con 1: not all options are all that easy to use or feature complete, making the "choice" a mandatory QA/research task, rather than a way to exercise personal taste/freedom
Con 2: no galaxy-only features like achievements and save file cloud sync
(My personal testing led to choosing Heroic)
Ownership, control, and privacy are among the main reasons I use Linux, and are likewise huge advantages that GOG has over Steam.
They're doing a lot.
I'm happy both exist. I've nothing against gog (except maybe for their broken promises around Linux support, but I do understand changing market forces) and like I said, I hope they succeed. They've got a good mission.
“GOG stands for freedom, independence, and genuine control.”
>Pursuant to the Purchase Agreement, on 31 December 2025 Michał Kiciński will acquire from the Company 2715 shares in GOG, i.e. 100% of the shares in GOG representing 100% of the votes at the shareholders’ meeting of GOG, for a price of PLN 90,695,440.00
>In accordance with the arrangements of the parties to the Transaction, prior to the execution of the Purchase Agreement, an amount of PLN 44,200,000.00 (forty-four million two hundred thousand zlotys 00/100) was paid out to the Company as distribution of due – as the Company was thus the sole shareholder of GOG – profits of GOG from previous years.
90 million PLN being ~21,5 million euros. Seems like some money was also held there.
CD Project makes great games, but gaming industry is all-or-nothing. They already had colossal flop at their previous release. If another flop happens shutting down GOG is clearly would be on a table as a cost cutting measure.
You have to give kudos to CD PROJEKT for not just abandoning the game after a bad launch (which is what every other major studio would have done in its place) but patiently fixing problems and constantly adding content over 5 years to get to the state it is in today. And the game has no online requirement, no multiplayer, no microtransactions. Just one paid expansion which added a ton of new content. Rare to see this behavior in the industry today.
CDPR just was lucky enough to make enough money of failed release to fix it. Most companies get no chance to do it.
Afaik CDPR doesn't make many games. If one flops, that might be the end of them. I don't see abandoning a game as a valid option for them from a financial perspective. Makes much more sense to fix the issues and sell more.
Kinda how you trust paradox strategy titles to get several years of updates and expansions.
And the Switch 2 port likely cost considerable engineering effort and underperformed as well.
Cyberpunk was really successful from $$ standpoint and continues to generate huge revenue even today.
After tons of patches and DLCs its just became a very very good game. Just not what was promissed.
Most customers only hear about a game when it is released and reviewed and/or recommended by a friend and will never have heard about them.
Nolife hardcore fans will also be the the first to buy your game, review it and tell everyone if they did not liked it.
CDPR got huge amount of trust after Witcher 3 and they mostly had to start over after CP2077 release.
EA can survive if 4/10 of their games flops completely, but company like CDPR will likely just end there.
I picked up a bargain bin CD ROM of this game in 1996 and it works under dosbox as well as it ever did. Which is to say mostly ok but sometimes hilariously crashy. I think what needs to happen for us to spend another 30 years crafting overpowered plate mail is for there to continue being good emulators for the mid 90s DOS environment.
> Why is CD PROJECT doing this?
> Selling GOG fits CD PROJEKT’s long-term strategy. CD PROJEKT wants to focus its full attention on creating top-quality RPGs and providing our fans with other forms of entertainment based on our brands. This deal lets CD PROJEKT keep that focus, while GOG gets stronger backing to pursue its own mission.
> What is GOG's position in this?
> To us at GOG, this feels like the best way to accelerate what is unique about GOG. Michał Kiciński is one of the people who created GOG around a simple idea: bring classic games back, and make sure that once you purchase a game, you have control over it forever. With him acquiring GOG, we keep long-term backing that is aligned with our values: freedom, independence, control, and making games stay playable over time.
I really hope that we'll be freed from the forced Windows platform. Sure, you can download and install GOG games today using a third-party client, but it'll never be as good as official support. There's also the issue of syncing saved games and achievements, not to mention the additional friction for less tech-savvy users.
It isn't any harder to use Heroic Launcher than it is to use Steam and some distros have both in their repositories.
there is space for the specific thesis he is talking about, but it isn't necessarily the biggest opportunity in, whatever niche, which is to say, the line is probably going to keep trending down.
The one feature that would encourage me to buy more of their games is a "install into steam" script with each game. It's a massive pain in the ass making my gog games run on my steam deck.
I keep meaning to write a script to do this to ease that pain.
Passionate people working on creating a self-hosted game library. They deserve attention and support!
Also, I guess this is as good a place as any to plug my GOG game discovery service and price tracker: https://gamesieve.com/ - basically a more full-featured way to explore GOG's catalog.
If I am wrong and GOG is something completely different, then let's build something like this together! (a marketplace of offline installers!)
Nothing. People already do that. GOG does not fight against this, to my knowledge they believe that people will willingly pay for good games. It worked with Witcher 3 10 years ago as an example.
However, neither support 2 key features of GOG Galaxy:
1. cloud saves
2. achievements
These are 2 of the most significant features of competitors like Steam, IMO, so missing them for GOG on Linux is unfortunate.
Please don't lie :/
Third option is to ensure the downloader runs under proton, which I think it does but haven’t tried.
https://gogapidocs.readthedocs.io/en/latest/
The problem is mostly that their backend isn't wired for Linux builds so you can't use the APIs for native Linux versions.
The whole point of GOG is that you don't need a "client" -- it's just a store.
If you want to use something other than a standard web browser to install your games, there are plenty of options, including projects like Lutris and lgogdownloader.
Their Galaxy backend only handles Windows and macOS builds of games. Linux builds aren't included now. There are hacks around it like using access to individual files over HTTP through zip format for Linux installers as pseudo Galaxy (lgogdownloader supports that) but it's still just a hack.
Another piece is multiplayer integration that games can ship. That depends on their support too (authentication, matching and etc).
I rarely use GOG, but they're doing good work, so it's nice to know they'll be sticking around. I wouldn't have it any other way.
GOG remains my first choice when I go looking for PC titles. I think it should be everyone's first choice, if I'm honest, even if Steam currently operates in a relatively consumer-friendly way. Having those offline patches and installers is a freedom you just cannot match on Steam or any other platform, and they're highly relevant to households like mine where game sharing is being cracked down upon by major publishers (looking at you, Nintendo).
Keep on keepin' on, GOG. I'm rootin' for ya.
I always felt a bit sad that before I could just KNOW that it'll work that's gog! but since that time I always have to double check and by that point why not just use steam?
https://www.gog.com/en/news/release_hitman_game_of_the_year_...
https://www.gog.com/forum/general/release_hitman_game_of_the...
GOG and CD PROJEKT splitting up should ensure this is not going to happen in the future as much.
The game had 26 hours or so logged, because Galaxy has a poor way to log hours. Apparently the interval between game start and game end is the time you played the game.
The support declined my refund request, I tried to explain that I didn't even get the achievements of after the tutorial and that I could impossibly have played that many hours because I was simply not on my PC.
The gist is: If you buy a game from GOG which you might won't like: NEVER download galaxy, only the offline installers! I didn't do that because it was too convenient to download their launcher, as the offline installer of the game I played (Baldurs Gate 3) was split into many, many files, which I would have to download one by one and install them all by hand.
Still sour to this day that I have not gotten my 50€ back. Steam never had such issues for me, and even if you can at least ask their support to escalate the ticket so someone from L2/L3 or even engineering looks at your ticket.